Nora Ally Barrera
Banking
San Antonio
Summary
Client-focused banking professional with over a decade of experience resolving complex issues, supporting executive leadership, and delivering exceptional service across deposit and lending operations. Known for integrity, loyalty, and consistently going above and beyond to exceed client and team expectations. Adept at navigating regulatory environments and driving process improvements in fast-paced, high-pressure settings.
Overview
11
11
years of professional experience
1
1
Language
Work History
Executive Response Analyst
Citibank
05.2023 - Current
- Work directly under the Chief Executive Officer, managing escalated client complaints and regulatory inquiries, including those directed to board members
- Conduct thorough investigations in coordination with regulatory agencies; file compliance reports as needed
- Deliver personalized resolutions and prepare financial documentation for cases involving client remediation
- Communicate findings and feedback to branches and agents to support accountability and service improvement
- Contribute to company-wide initiatives by enhancing internal processes, tools, and client-facing platforms
- Cross-trained across brand, credit cards, deposit accounts, and linked lending products
- Serve as a focal/SME, supporting peers through real-time assistance, knowledge sharing, and best practice guidance
Personal Banker
Citibank
05.2018 - 05.2023
- Managed inbound servicing and sales calls for clients eligible for targeted deposit products, including CDs, checking, savings, personal loans, HELOCs, FHR-ELS, and lines of credit
- Acted as first-line tech support, escalated service representative, and product specialist within a high-volume, high-performance environment
- Delivered compliant, needs-based recommendations while adhering to strict sales governance and financial regulations across multiple jurisdictions
- Served as a trusted Subject Matter Expert (SME), supporting peers through informal training, guidance, and real-time issue resolution
- Consistently met performance benchmarks across call quality, efficiency, and client satisfaction while balancing service, technical, and regulatory responsibilities
Virtual Banker
Citibank
12.2020 - 12.2021
- Managed a high-volume portfolio of clients as part of a pilot initiative offering online banking appointments with dedicated bankers
- Conducted outbound calls and follow-up emails to introduce services, build rapport, and deliver personalized banking solutions
- Acted as a single point of contact for clients, coordinating across departments to resolve issues and exceed expectations
- Balanced relationship management with consultative sales, recommending deposit and lending products aligned with each client's goals
- Served as a Subject Matter Expert (SME) by supporting peers with product knowledge, platform navigation, and client engagement strategies
- Delivered proactive, concierge-style support within a virtual servicing model designed to modernize client experience
Leasing Consultant / Assistant Property Manager / Acting Property Manager
Multiple Properties
01.2015 - 04.2018
- Leased and marketed apartment units, conducted property tours, followed up with prospects, and managed lead tracking and advertising
- Handled rent collections, processed work orders, and maintained resident satisfaction through responsive service
- Promoted to Assistant Manager, gaining responsibility for legal processes including evictions, writs of possession, and court appearances
- Drafted leases, negotiated payment arrangements, tracked skips and move-outs, and managed make-readies and scheduled move-ins
- Served as Acting Management, overseeing daily operations including payment posting, concession approvals, and coordination of leasing, maintenance, and vendor teams
Education
GED -
UTPA
Edinburg, United States 05.2001 -
Skills
- Executive-Level Client Servicing & Escalation Resolution
- Regulatory Compliance & Investigations
- Process Improvement & Product Development
- Agent Feedback
- Error Identification
- Quality Review
- Peer Support
- Leadership Collaboration
- Round Table Contributions
- Relationship Management
- Client Advocacy
- Deposit & Lending Products
- High-Volume Workflow Management
- Prioritization
Timeline
Executive Response Analyst
Citibank
05.2023 - Current
Virtual Banker
Citibank
12.2020 - 12.2021
Personal Banker
Citibank
05.2018 - 05.2023
Leasing Consultant / Assistant Property Manager / Acting Property Manager
Multiple Properties
01.2015 - 04.2018
GED -
UTPA
05.2001 -
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